Analyst, Network Operations

Overview

Network Operations provides 24x7 support for the organization’s global production network infrastructure by performing proactive routines that ensure service impacts are avoided. Staff members also interact with customers and peers in Operations and Engineering to facilitate effective handling of service requests and connectivity issues.

Shift Hours

Standard US hours (approx. 8am-5pm)

Responsibilities

• Incident Management
  • Proactive checkouts and monitoring to avoid service outages or limit their impact.
  • Troubleshooting and fault isolation to restore service when necessary.
  • Solutions for Incident Management from Case Study evaluations. This includes development of the related root cause flow charts and troubleshooting procedures that streamline the time required to isolate faults and restore service.
• Problem Management
  • Operational Readiness for New Services
    • Completing checklists that support pre-production deployment of network services.
    • Assurance that Network Operations has updated management for all related network components.
    • Performing pro-active routines to ensure optimal network health.
    • Understanding the service and its dependencies.
    • Staff capability to perform established recovery procedures.
  • Change Management Planning and Configuration Implementation
    • Coordination of changes at the CAB and periodic quality reviews with Engineering.
    • Implementation of tasks assigned to Network Operations and support for those implemented by Network Engineering.
  • Service Requests, Network Maintenance, and Operational Support
    • Executing requests for analysis or support.
    • Representing Network Operations’ strategic initiatives such as vendor service level reviews, Asset Management, and Capacity Management.
    • Cordination and support for pro-active maintenance activities required to keep the infrastructure in good health.
  • Process Improvement
    • Specific tasks assigned by management to own that deliver operational support improvements to a technology, process, tool, or service.
    • Monitoring for new events to open incidents.
    • Routine network analysis coordination.
    • Hot hands and other activities with vendors.
    • Interaction with advanced level engineering support.
    • Development and proposal of solutions for the knowledge base.

  Knowledge and Experience

  • Bachelor’s Degree in Computer Engineering or related field. 3+ years or experience in lieu or educational credentials.
  • Knowledge of routing protocols and concepts (OSPF, BGP, etc.).
  • Knowledge of TCP/IP, Layer 2 and 3 switching.
  • Superior customer service skills including verbal and written skills.
  • Ability to work in a team-oriented environment is essential.
  • Weekend and off hours support is required.
  • JNCIA, CCNA, or equivalent knowledge is preferred.
  • Financial industry experience is preferred.
  • Solid understanding of multicast and troubleshooting techniques.
  • Working knowledge of how to use management tools.

  Pay

  Illinois Base Salary Range: The expected base salary for this role, if located in Illinois, is between $67,000 - 76,000 USD. The base salary range does not include Intercontinental Exchange’s incentive compensation. While we provide this range as general guidance, at ICE we compensate employees based on the skillset and experience of the individual.

  Benefits

  Regular full-time ICE employees are eligible for a suite of competitive employee benefits, including healthcare coverage (medical, dental and vision), a 401(k) plan, life insurance, time off, and paid leave for qualifying circumstances.

  Equal Opportunity Employer

  Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.